Thursday November 7, 2019 Royal Hotel Calgary 1 Larissa: Welcome - - PDF document

Thursday November 7, 2019 Royal Hotel Calgary 1

Larissa: Welcome everyone, I’m Larissa Hughes, Manager with the Primary Health Care Team Carol: and I am Carol Cullingham, Evaluation Manager. We are very pleased to be your emcees for this morning’s event. Larissa: We begin our event today by acknowledging that here in Calgary we are

• n the traditional territories of the people of the Treaty 7 region in Southern Alberta,

which includes the Siksika (Seek-see-kah), the Piikuni (Pee-kah-nee), the Kainai (k- ai-nah) the Tsuut’ina (Soot-tenna), and the Stoney Nakoda First Nations, including Chiniki (Chin-ick-ee), Bearspaw, and Wesley First Nations. Calgary is also home to Métis Nation of Alberta, Region III and we wish to 2

acknowledge and welcome Indigenous and Métis visitors to Calgary. In the end we are all Treaty people and reconciliation is the hope for the future. 2

Carol: And now for this morning’s agenda, I hope you all had a chance to enjoy a bit of breakfast this morning and you may have also noticed that we are not in the basement of the PLC! This is due to staff feedback and ideas from our spring All Employee Meeting, and we hope you enjoy this new setting and the opportunity to network with colleagues. Larissa: We have a very exciting slate of events this morning, so without further adieu, I would like to invite Mosaic PCN’s Executive Director, Nicole Gleeson to the stage to deliver this morning’s welcome on behalf of the Executive Leadership Team. 3

Nicole: Thank you Carol and Larissa for leading us through this morning. We are delighted to have you as part of our Operational Leadership Team at Mosaic. We were all last together in April, and as I look out at this wonderful group, it gives me so much joy to see how we continue to evolve and grow at Mosaic, based the commitment and collaboration from everyone here in this room. It is also safe to say that our event today looks very different from April. As Carol said, based on your feedback, we moved out of the PLC basement in

• rder to ensure every individual has a comfy seat for this event, and an inspiring

setting in which to learn about where we are heading. We have also earmarked 30 minutes at the end of today’s event to give you time to chat with colleagues that you may not often see and visit the booths at the front and we hope you all take 4

advantage of this time. This is also the first time in many years that we have held two All Employee Meetings, and our commitment to you is that you will continue to see these events refined and evolve to meet your needs. Our April event was and will continue to be very much focused on “the business” – our strategic goals, financial realities, and the commitments to our founder, our Board our Members, and the public. Our November event, as is the case today, is truly focused on YOU. The people whose commitment to Mosaic is truly delivering Better Health for All. While we don’t have a question and answer session scheduled, I can say on behalf of ELT that we look forward to chatting with you later on this morning during the mix and mingle time at the end of the event. As you saw in the agenda, we’ve also brought in two of our major partners in employee wellness: Homewood Health and GoodLife Fitness, to speak about the benefits that each and every one of you have today. This builds on Rachel’s personal story in April about her use of our benefit plans, and the many staff who reached out to her to learn more after that event. We are also joined today by Michelle Bogdan and Erik Carlson from Health Sciences Association of Alberta (HSAA). As you know, we are currently in the collective bargaining process, and are pleased with the positive relationship that has been established with HSAA. Michelle and Erik will speak shortly and welcome your questions at their booth during the Mix & Mingle portion at the end of the agenda. Last but certainly not least, I would like to recognize the other members of the Executive Leadership Team (or ELT), who I am speaking on behalf of today. 4

Nicole: With the balance of time I have this morning, I want to take just a few minutes to Celebrate Success, starting first with the recognition of TWO Mosaic Programs celebrating their five year anniversaries: First – congratulations to our Pain Management Clinic whose operations began in January of 2014. The team-based approach to care supports patients living with chronic back pain and helps them learn self-management techniques. The PMC team remains committed to providing evidence-informed care and the program continues to evolve! If I could invite the Pain Management Clinic team to stand

• please. Huge thanks to the team and congratulations on this wonderful milestone!

Our second five year anniversary is the Hearth Health Program. While the collaboration between MPCN and Total Cardiology began in 2011, Heart Health 5

Program officially launched in June of 2014. This medically supervised exercise program supports patients with cardiovascular risk factors who are ready to exercise. Heart Health Program has been through many changes throughout the years, including changing locations, adding new multidisciplinary team members, and continuously improving clinical operations. If I could invite the Heart Health Program Team to stand please. Happy Anniversary Heart Health Program team! 5

Nicole: To share a bit more operational history, as some of you know Mosaic PCN

• fficially launched September 1st, 2008, and operations began in 2009. It is

incredibly exciting for me to congratulate these four clinical programs on their 10 Year Milestones: Childhood Obesity Services, which is now our Pediatric Dietitian Services and Pediatric Lifestyle program and operations out of the Ronald McDonald Care Mobile. Women’s Health which has grown to have multiple streams of care during low risk maternity. Mental Health beginning with behavioural health consultants, psychologists, and 6

social workers and going through many iterations of scope and services including the introduction of our classes and workshops. Chronic Disease Management Nursing, now our primary care nursing, including foot care and our diabetes optimization team. I invite all employees who are part of these programs today to stand and be recognized. 6

Nicole: Now I know first hand that all the clinical teams are delivering first rate care every day, day in and day out, however we also have some large successes on the business side of things that I want to celebrate. I know the fortune cookie text is pretty small, but it says “A plan you have been working on for a long time is beginning to take shape” and that is truly how I feel about these recent achievements, all of which are anchored in our 2019-2021 Organizational Priorities which were recently shared in the Mosaic Monitor and we have copies on each of your tables as well. Let me start with the head office amalgamation project. The funding for this initiative was approved in a Business Plan Amendment in 2018, and we started actively looking for a new space to centralize our Merchant Law, CSO, and some of

• ur Sunridge employees. We had a great team working on this project from the side

7

• f their desk and I invite this group to please stand.

The project team worked hard to engage staff in decision making for the new space, and it is very exciting to say that they have brought this project home on time and on

• budget. I know many of us are already enjoying the co-location with our colleagues

and reduced time and cost on travel between multiple sites. Thank you to the team for your great work on this initiative and setting some best practice and learning for us to take forward into our next space project for the Refugee Clinic. This year was also the first time that we dedicated budget to team building activities. From bowling to nature walks and plant potting, teams were able to enjoy creative and fun time outside of the office, and I know that this informal relationship building is every bit as important to our success as daily tasks and formal meetings. And Technology! Where do I start? There are so many exciting tech initiatives going

• n at Mosaic including our new Learning Management System, which is now live and

the project team will be holding drop-in sessions at every location during the next two weeks in order to answer your questions and help you with navigating the system in

• rder to complete your mandatory learning related to occupational health and safety.

Now that this tool is in place, we will continue to build out learning curriculum for staff aligned with our core and technical competencies. Stay tuned for these new and exciting course offerings in the coming months. Last but certainly not least, our Human Resources team! I am pleased to introduce Bianca Boivin as our Human Resources Manager and Kelsey Minor as our HR Coordinator joining the ship that Eri Fujio has been running for the past five years. I think it is important for all staff to know our HR team and thank you Eri for your

• ngoing hard work and dedication and welcome Bianca and Kelsey to the team. I am

looking forward to the new initiatives you are working on in relation to Employee 7

Wellness and Health & Safety, including the launch of our Mosaic PCN lanyards and staff cards to increase security and staff safety in all our facilities. During my visits to clinics the need to identify our staff at a glace has been raised to me and even though it took a while, I am so pleased that these lanyards and cards were at your seats when you arrived today. We will be visiting clinics and team meetings to take new photos for our updated employee identification cards. Bianca, Eri, and Kelsey will be at the HR booth at the front of the room to chat with you at the end of the event. On behalf of the Executive Leadership Team, thank you to everyone in the room for your dedication and commitment to advancing the health of our community. Larissa: Thank you very much Nicole for highlighting some of the successes our teams have achieved in 2019. As Mosaic has grown, I feel that I speak on behalf of my colleagues that we value these opportunities to hear directly from our leadership. 7

Larissa: I would now like to invite Michelle and Erik from HSAA to the stage to speak. [Michelle and Erik spoke about gratitude for being invited to partake in the event, kudos to the employee members of the HSAA bargaining team and the

• pportunities that could come with the formation of a Local HSAA unit.]

Larissa: Thank you very much Michelle and Erik for taking the time to join us here this morning. For those of you who have questions, we would remind you that Michelle and Erik will be at the booth to the side of the stage to speak with you in more detail. 8

Carol: For those of you who were at our spring meeting, you may remember Rachel sharing her personal story about leveraging Mosaic’s benefit plan. To give us more insight into all the options available for our use, I’m pleased to invite Ryan Carroll from Homewood Health to the stage. 9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

29

30

31

32

33

34

35

36

37

38

39

40

41

Carol: Thank you so much for joining us today Ryan! Remember to stop by the Homewood Health booth at the front of the room after the meeting to check out their resources and ask any questions you may have. 42

Carol: Another one of our great employee perks is a corporate rate on Good Life Fitness Memberships and who better to get us out of our seats and moving around that our partners at Good Life. Please join me in welcoming Karen Calvert and company to the stage. [NOTE: Good Life was stuck in traffic, so this portion occurred after Rachel’s presentation on the day] 43

44

45

46

47

48

49

Carol: Thank you very much Karen and company! I know I feel better when I’ve had a chance to take part in physical activity in my day. 50

Carol: And now to our main event of the morning! Larissa: I’m sure I speak on behalf of many of us in the room in saying that while the work we do is personally rewarding, it can also be an emotional rollercoaster at

• times. I am very pleased to invite the wonderful Rachel Clare to the stage to

present to us all on Strategies for Building Personal Resilience. Please join us in welcoming Rachel. Rachel: I worked as a frontline Social Worker before completing my Masters degree and becoming a therapist, trainer, and researcher. My work has been focused on how to enhance resilience and reduce the impact of trauma. Originally I focused on trauma survivors, but it shifted when I started noticing that helping professionals were experiencing similar symptoms of trauma as their patients. I fell down the rabbit hole of 51

vicarious trauma and I have started focusing my work on how helping professionals can combat workplace stress and reduce the impact of vicarious trauma, compassion fatigue, and burnout. I do this for selfish reasons. My career goal is twofold. One, never lose my enthusiastic optimism and two, never experience Sunday Night Syndrome. 51

Rachel: Resilience is about our ability to recover from traumatic or stressful experiences. True resilience is not just returning to baseline, but actually being able to use stressful events as a springboard for growth. Resilience is not a magical, mystical quality but it is about using these stressful events as an opportunity to identify internal strengths and external resources that we can harness to become more well‐rounded, empathetic, and balanced than we were before the event. If you are feeling like you are burned out, please don’t feel overwhelmed by the ideas in this presentation. Pick one behavior that you can begin to shift. 52

Rachel: The book Crucial Conversations talks about the amazing creativity we have and our ability to create stories about other people. We can see them as villains or victims and create entire narratives about motives that are not based in reality. Do you villainize, demonize, or pity your patients, coworkers, or yourself? Telling stories to ourselves can make us feel like victims and make us become very reactive to perceived intentions. If you see a patient as a helpless victim you may be propelled into feeling you have to fix everything for them, and kind of bully other helping professionals into doing things they aren’t comfortable doing for the patient. Seeing patients as resilient and survivors allows you to focus more on what they can do and what they can’t do, as well as sometimes see what they use as coping skills that maybe you only see as harmful behaviors. It takes some

• f the pressure off.

If you see coworkers as bullies or as lazy, you are not going to ask them for help when you need it or trust them to have your back. If you see coworkers as allies, it will make you more likely to reach out for help and build connections. If you see yourself as overworked and undervalued you may start seeing yourself as less effective in working with patients or talking to others about things that need to change. If 53

you see yourself as competent and able to set boundaries, it will make you more effective in having those conversations to help you balance your workload and ensure others respect your role. 53

Rachel: I am fiercely protective of my time outside of work. I ask my team to shut off all work related devices outside of office hours and I do that for myself as well. When working with distressed patients we often talk about self regulation and that ability to calm ourselves and self‐sooth. Part of that is creating opportunities and rituals to contain the stress, and sometimes limit the impact of patient stories on yourself. Journaling can be powerful. Having a focused ritual around gratitude – simply taking five minutes to reflect on three things that went well for you that day, or people/stories that made a positive impact, has been shown by research to enhance our well being. It’s also a form of mindfulness. Personally I have rituals at the end of the day to signify to my brain and body it’s time to change gears. I shut off electronics and put my work phone away. On my drive home, I listen to a carefully curated selection of gangster rap combined with emo music and even some 90s dance music. Is it possible to create a ritual at work with coworkers where literally there could be a box beside the door where people figuratively place the stories and emotions they are holding? Those stories can sit there, waiting to be picked up the next day. Can you build a community of practice with colleagues where you have set lunch dates or monthly informal 54

events just to connect? 54

Rachel: Your workplace sets a tone, whether intentional or not. Relationships help us share ideas, vent frustrations, and generate plans for tackling

• challenges. Professional stress can be isolating and we can withdraw, trying to deal with

things on our own. Your colleagues need to know you need help if they are to help you. Does your work environment contribute to a sense of calmness and wellness? Remember, our job is not to change patients but to create an environment where change is

• possible. Do you feel you have the tools to do that? Are you engaging in professional

development? Are there some team norms that could be shifted to allow for a calmer space. For example, no patient talk at lunch Are you contributing to a positive culture or are you gossiping or letting frustration seep into your interactions with others? 55

Rachel: Francois Matthieu talks about the importance of not spreading your trauma around. Direct sliming is when you corner your colleague after a stressful patient experience and immediately dump all the details of that story on that colleague. Indirect sliming is the poor colleague sitting in the desk next to that person. Low impact disclosure is about focusing on the emotional impact of that story. It takes a moment of self‐reflection to understand why this particular story impacted you. Did it challenge a belief you had about the world (safe/unsafe) or about yourself (competent/incompetent)? If you do need to vent, ask permission from colleague and limit details. 56

Rachel: Stephen Karpman talks about a relationship drama triangle where one person becomes a superhero, one person becomes a bully, and one person becomes a victim. These roles are intertwined and when someone is one of these roles, it forces other people around them to take on aspects of the other roles. Do you feel like you need to be a superhero and save everyone around you? This can actually turn you into a bully, with the patient or with coworkers or even yourself. It also tends to eventually make you feel like a victim because you just don’t understand why people aren’t doing what you want them to do because you know best. You know how to help them why can’t they just shut up and accept the help! YOUR HEALTH IS MY CONCERN BUT YOUR RESPONSIBILITY. Be realistic with expectations of yourself and patients. View the patient as a survivor rather than someone in need of saving. 57

Rachel: Rather than being pulled into the storm of others, pull them into your calm. By using tools like mindfulness and self regulation we can learn to be calmer people, and that has an impact on us as well as our colleagues and patients. The trick is you want to strengthen some of these peaceful practices when you are already calm. It helps your body practice self‐soothing and calming behaviors and it will help you more quickly emotionally regulate when you are distressed. It’s like slowly building a muscle, it takes time, consistency, and energy. Mindfulness ‐ Mindfulness practices allow us to be more in tune with bodily sensations and this builds self‐awareness. Be assertively present in the moment. It pulls you out of anxious and helpless thoughts which are future focuses, as well as depressed or hopeless thoughts which are past focused. Gratitude is a mindful practice, but anything that pulls you into the present moment is mindfulness. Self‐regulation – how do you self sooth or calm? Have you ever thought of going for a float in a sensory deprivation tank? Tune into what your body needs? I recently invested in a mouth guard because I started to hold tension in my mouth. I also see a chiropractor and massage therapist regularly because I hold tension in my neck. Practice when feeling calm then utilize that when stressed. – Train your brain. 58

Bio hacks that can calm you in stressful moments – carry a vial of a soothing scent, scented lip balm, strong tasting gum, Listen to calming music with noise canceling headphones, throw cold water on your face. Ask yourself what calms you when you are stressed? 58

Rachel: Kristin Neff is the guru of self compassion. With self compassion we give ourselves the same kindness and care we would give to a good friend. It’s that ability to be gentle with yourself. It’s not justifying unhelpful behaviors as coping mechanisms, but it is the idea

• f caring and nurturing yourself and accepting yourself, knowing that you aren’t perfect.

That involves taking off the superhero cape and it can make you feel naked and vulnerable. People sometimes talk about caring for your inner child. I’ve never really resonated with that, mostly because kids aren’t really my thing. But dogs are. So I have an inner puppy. She is a golden retriever. And her name is Waffles. If you think about puppies or dogs, they need to be fed, they need to be walked, they need lots of sleep and they need a ton of affection. I need all those things. The other day a parking attendant called me a ‘good girl’ and I swear that if I had a tail it would have wagged. 59

Rachel: A self care plan nurtures resilience. Self care helps us take care of our physical and emotional well being, enhances our performance, improves our ability to engage in self‐ compassion, and helps us build stronger relationships with ourselves and others. All of these factors are key to building resilience! Self care is about carving out a slice of time where you can nourish yourself. Nourishment is about using the substances necessary for growth, health and good condition Order groceries online, say no when you are over capacity, carve out your lunch hour for good food and a good book. My self care plan is called The Winter of Waffles and it involves some traveling, visiting a wolfdog sanctuary, checking out a cool spa called The Cave in Cochrane, visiting the Nordic

• Spa. But it also involves making sure I get 7.5 hours of sleep a night, exercising 6 days a

week to manage anxiety, going for my yearly physical, seeing the health professionals I need to make my body feel good, wearing warm clothing and soft fabrics to help manage the chronic pain I live with on a daily basis, seeing friends a lot but also hanging out a lot with myself. I recently let go of my old unreliable vehicle and bought one that I can trust will take me safely to work and back. I have fewer entertaining stories but it’s helped me stay calmer. 60

Rachel: 61

Carol: Thank you to Rachel for sharing your knowledge of resiliency and strategies to support us all. That concludes our agenda for today. I want to thank Michelle and Erik from HSAA, Ryan from Homewood Health and Karen and company from GoodLife for their great

• verview of benefits that Mosaic employees are able to access.

You are all is encouraged to stay, visit the booths and network until 10:30am and please fill out the event survey which is in your email inboxes now. We look forward to seeing you all again in spring for our next All Employee Meeting. Thank you all and have a wonderful day! 62

63